Sharonda Black
Greenville,SC
Summary
Achieved high customer satisfaction through effective resolution of issues in tech support and sales environments. Enhanced customer relations in remote settings by implementing data analysis and quality assurance practices. Streamlined management of trouble tickets and compliance with background checks to improve operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Caregiver/Personal Assistant
Live Long WellCare
2024.11 - Current
- Provided compassionate and personalized care to elderly patients as a caregiver PCA
- Assisted patients with daily activities such as bathing, dressing, grooming, and medication management
- Monitored vital signs and reported any changes or concerns to the healthcare team
- Ensured patient safety by implementing fall prevention measures and maintaining a clean and organized living environment
- Supported patients with mobility issues by assisting with transfers, ambulation, and exercises as prescribed by healthcare professionals
- Administered medications according to the prescribed schedule while adhering to proper dosage guidelines
- Documented patient observations, progress notes, and incident reports accurately in compliance with healthcare regulations
- Provided emotional support and companionship to patients during their recovery process or end-of-life care
- Developed strong relationships with patients' families through effective communication and regular updates on their loved one's condition
- Assisted in meal planning based on dietary restrictions or preferences of the patient
- Coordinated transportation arrangements for medical appointments or social outings
- Demonstrated empathy towards individuals experiencing memory loss or cognitive decline
- Served as an advocate for patients' rights while respecting their autonomy
Customer Service/Sales Rep
Spectrum
2024.03 - 2024.08
- Provided exceptional customer service support to clients, addressing inquiries and resolving issues in a timely manner
- Assisted customers with product selection, providing detailed information on features, specifications, and pricing
- Managed a high volume of incoming calls and emails from customers, ensuring prompt and accurate responses
- Maintained up-to-date knowledge of product offerings, promotions, and company policies to effectively address customer needs
- Resolved escalated customer complaints by investigating the issue thoroughly and finding appropriate solutions
- Achieved XX% increase in customer retention through proactive follow-up communication after purchase or service completion
Tech Support Expert
Verizon Wireless
2014.09 - 2023.08
- Took the lead at the front line of our company.
- Answered inbound calls from customers with billing issues, technical issues, or general questions regarding service and offer customized solutions and provide service for millions of customers–one at a time.
- Handled customer service calls ranging from billing and payments to plan changes and upgrades.
- Offered solutions and resolve issues with their devices iPhone, Android, tablet, etc.
- Delivered personalized recommendations of Verizon products and services
Education
Bachelor of Business Administration - Minor in Management
Strayer University
Greenville, SC02.2026
AS - Business Management
Greenville Technical College
Greenville, SC01.2007
AS - Computer Office Technology
Columbia Junior College
Columbia, SC01.1992
Skills
- Delivered comprehensive English lessons to support language acquisition and fluency
- Led the development of innovative iOS applications by coordinating with cross-functional teams Oversaw project timelines and deliverables to ensure alignment with strategic goals Fostered a collaborative environment to drive continuous improvement in app functionality
- Oversaw implementation of operating systems to enhance organizational efficiency Coordinated with IT teams to optimize system performance and reliability Mentored junior staff on best practices for system management
- Oversaw implementation of SharePoint solutions to streamline project workflows Guided teams in leveraging SharePoint capabilities to foster collaboration and communication Championed best practices for SharePoint usage to optimize team efficiency
- Oversaw implementation of TCP/IP protocols to optimize network efficiency Coordinated with IT teams to ensure seamless integration of network systems Managed troubleshooting processes to minimize downtime and improve user experience
- Oversaw help desk operations to improve user satisfaction and streamline support processes Coordinated team efforts to address technical challenges and enhance service delivery Developed training materials to elevate team performance and knowledge
- Oversaw macOS implementation projects to optimize user productivity Coordinated training sessions for staff on macOS best practices Developed strategies to streamline macOS support processes
- Managed installation and configuration of Windows software to support organizational IT infrastructure
- Facilitated project development to enhance operational efficiency
- Led initiatives to enhance network infrastructure and connectivity Oversaw troubleshooting processes to ensure minimal downtime Coordinated with cross-functional teams to optimize network performance and reliability
- Led project teams in executing strategies to achieve objectives within established timelines and budgets Oversaw resource allocation and task assignments to optimize project outcomes Fostered a collaborative environment to enhance team performance and drive results
- Oversaw technical support operations, enhancing user satisfaction through effective problem resolution Led initiatives to streamline support processes, improving response times Collaborated with cross-functional teams to identify and implement solutions for recurring technical issues
- Oversaw project teams to align efforts with strategic objectives Guided cross-functional collaboration to enhance project outcomes Championed initiatives that improved team efficiency and effectiveness
- Led negotiation initiatives to align stakeholder interests and achieve consensus Oversaw collaborative efforts to enhance communication and understanding during negotiations Championed strategies that fostered positive outcomes in complex discussions
- Led Android development projects by coordinating with cross-functional teams to achieve project goals Oversaw the implementation of best practices in coding and design to improve application quality Mentored junior developers to foster skill development and team cohesion
- Utilized SAP software to enhance operational efficiency and data accuracy
- Led customer service initiatives to improve client satisfaction and retention Managed a team to streamline service processes, enhancing efficiency and response times Developed strategies to address customer feedback, driving continuous improvement
- Conducted systematic troubleshooting to enhance system performance and reliability
- Conducted thorough software troubleshooting to enhance system performance and user experience
- Provided technical assistance and troubleshooting for network issues to maintain system reliability
- Oversaw the implementation of computer networking solutions to optimize system performance Coordinated with cross-functional teams to identify and resolve network challenges Developed strategies to improve network security and reliability
- Led initiatives to enhance customer engagement and drive sales growth Oversaw training programs for new sales associates to improve service quality Developed strategies to optimize product placement and increase visibility
- Conducted thorough quality assurance assessments to uphold industry standards and enhance customer satisfaction
- Oversaw help desk operations to improve user experience and service efficiency Coordinated team efforts to address technical challenges and streamline support processes Developed training materials to enhance staff capabilities and service delivery
- Utilized strong communication skills to enhance team interactions and project outcomes
- Oversaw technical support operations, enhancing user experience through effective problem resolution Led initiatives to streamline support processes, improving response times Cultivated a collaborative environment to foster team performance and user engagement
- Help Desk
- Technical Support
Certification
Driver's License
Languages
English - Fluent
Additional Information
Demonstrate consistently high levels of professionalism and courtesy with customers. Remain aware of customer's needs. Consistently provides quick, well-timed and professional service. Interfaces with appropriate departments for prompt and accurate service. Possessing extraordinary leadership and management skills. Demonstrated integrity, dependability, and initiative. Highly regarded for professional demeanor, and ability to learn new processes and procedures quickly. Outstanding in organizational ability, office efficiency, and time management. Reliable, assiduous, accurate, and methodical. Exceptional interpersonal, communication and negotiating abilities. Broad experience in sales and experienced in call center customer service. Experienced in coordinating actions in support of organizational requirements, managing multiple priorities and performing in a high tempo operational environment. Enthusiastic and productive as part of a team or in the completion of individual assignments. Proficient in the use of Word Perfect as well as the entire Microsoft Office suite.
Timeline
Caregiver/Personal Assistant
Live Long WellCare
2024.11 - Current
Customer Service/Sales Rep
Spectrum
2024.03 - 2024.08
Tech Support Expert
Verizon Wireless
2014.09 - 2023.08
Bachelor of Business Administration - Minor in Management
Strayer University
AS - Business Management
Greenville Technical College
AS - Computer Office Technology
Columbia Junior College